1. MOBIwm.com - 855.259.6624 60 Questions to Ask During the MMS Evaluation Process
60 QUESTIONS TO ASK
DURING THE MMS EVALUATION PROCESS
Below are more than 60 potential questions to ask when evaluating a Managed
Mobility Services provider. Although these questions can be helpful during the
evaluation process, the most important thing is to ask detailed questions around
the specific challenges that your organization is trying to overcome. Making sure
your goals align with the core capabilities of the MMS providers is essential during
the evaluation process. For example, if you’re using Mobility Managed Services
because you’re migrating lines from a Corporate Liable environment to BYOD, make
sure the vendor you choose has experience executing that specific type of project.
Reporting & Analytics
1. Do you provide ad-hoc reports? How are they created?
2. Do you provide customized financial reports?
3. Can you allocate our mobile expenses across various cost centers?
4. Can your expense management solution make our costs more predictable?
5. Do you compare existing carrier contracts to ensure billing is in line with our
pre-negotiated rates?
6. Do you provide zero use reporting for all devices and carriers?
7. Do you provide the top users and exception reporting?
8. Do you provide account detail reports showing cost and utilization for our
entire mobility program?
9. Do you provide analytical reporting to our cost center managers proactively
via email?
10. Do you provide cost reconciliation of monthly carrier invoices?
11. Can you provide monthly cost reconciliation for all phone numbers based on
actual usage?
To achieve
Best-In-Class
performance,
companies must
improve both
managerial and
end-user visibility
to wireless
expenses.
“
”
- Aberdeen Research Group
“Wireless Expense Management:
Control International Roaming and
the BYOD Revolution”
2. MOBIwm.com - 855.259.6624 60 Questions to Ask During the MMS Evaluation Process
Invoicing & Carrier Bill Analysis
1. Do you proactively provide a detailed analysis of our mobile expenses? What
file formats are used?
2. Can you provide a monthly pooling analysis and reallocate costs to be more
predictable?
3. If changes are needed to optimize/adjust the pooling, how are these changes
recommended or managed?
4. Do you analyze zero use and recommend suspension or disconnection? Are
these recommendations made at 120, 90, 60 or 30 days?
5. How frequently is the financial analysis completed?
6. Do you reconcile HR data with carrier data? If so, how frequently does this
reconciliation process occur?
7. How do you help minimize the carrier expenses associated with international
roaming and usage?
Daily Account Management, Technical Help Desk,
and Customer Support
1. Do you have standard Service Level Agreements (SLA’s) for both technical
support and your technology?
2. How are technical support calls routed to the MMS provider’s team to ensure
a high level of technical support?
3. What are the standard help desk support hours?
4. Is help desk support available 24x7x365?
5. Is there VIP level support for our executive team members?
6. How do you ensure the team supporting my organization is as familiar with
our organizational processes and procedures as someone on our internal
team?
7. How many people will be dedicated to supporting my account?
8. Has the project manager on my account managed similar sized customers?
9. Please describe your Account Management model in detail.
10. Where is your support staff located?
11. Is any of the support outsourced?
It costs nearly
10 times more to
manage wireless
services and
devices compared
to wireline.
“
”
The average
Mobility Helpdesk
call costs $20-$30
“
”
- Aberdeen Research Group
“The Real Cost of Enterprise Mobiity”
- Gartner and Forrester
3. MOBIwm.com - 855.259.6624 60 Questions to Ask During the MMS Evaluation Process
MDM/EMM Support and Technical Integration
1. How do you support Mobile Device Management (MDM) Or Enterprise
Mobility Management (EMM)?
2. What MDM’s or EMM’s do your team currently support?
3. Do you have technical integrations with any MDM’s or EMM’s? If so, which
ones?
4. Are you capable of executing and managing a large-scale MDM deployment?
If so, what experience do you have with similar deployments?
BYOD Management
1. If we decide to launch a BYOD program, will you be able to manage that
project?
2. Do you support current BYOD users?
3. How do you support BYOD from a help desk, stipend, policy, inventory, MDM/
EMM, technical, and financial perspective?
MMS Implementation & Onboarding
1. On average, how long does it take to fully implement your solution?
2. How long did the shortest/longest implementations take? Why?
3. How frequently are implementation meetings conducted?
4. Are these meeting virtual or in person?
5. Who configures the user, carrier, and billing data into your technology?
6. If we don’t have a wireless policy, will you help us create one?
7. Who configures the approval process within your technology?
8. Who decides which activity types will route for approval?
9. Can we configure administrator rights to specific users and define their role
within the technology?
10. Will there be overlap of the implementation project team and my ongoing
account management team?
11. Can we meet our implementation project manager and account manager
prior to signing a contract?
12. Can we conduct an onsite visit?
Focus on introducing
automation into the
mobile lifecycle.
To cost-effectively
scale mobile projects,
enterprises need
greater automation
in the various
development,
distribution and
management
workflows...
“
”
- Chris Marsh,
Principal Analyst, Enterprise
Mobility, Yankee Group
4. MOBIwm.com - 855.259.6624 60 Questions to Ask During the MMS Evaluation Process
Contract, ROI and Pricing Model Costs:
1. Please describe your base pricing model.
2. Are there additional costs for any of your services or consulting services?
3. Are there any other additional charges that were not outlined or described
above? If so, please describe and outline now.
4. Are there implementation, onboarding or set-up fees?
5. Is there a term agreement associated with the length of the contract?
6. Can you describe the cancellation process?
7. Can I speak with at least 3 references?
8. What is the typical net hard cost ROI you provide for your customers?
9. How is the hard cost ROI calculated?
10. How much soft cost savings do you project?
11. How is the soft cost savings calculated?
12. Are any of your services outsourced? Which ones?
13. Can you support a custom project through professional services?
The pricing scheme
of MMS is typically as
a monthly recurring
charge per device.
The monthly recurring
charge may include
project-based services,
such as consulting,
which are typically
non-recurring charges.
“
”
To schedule a personalized demo of managed mobility service
technology, visit:
www.MOBIwm.com/demorequest
- Gartner
“2013 Magic Quadrant for Managed
Mobility Services”
